# 100 Call Centre Monitoring Parameters for Quality and Coaching Published 13 January 2023·7 min read Measuring the performance of your [contact centre agents](/content/solutions/call-centre-agent/index.html) and tracking the quality of the calls that they make is key for optimum success and growth within your business. Using different call monitoring parameters is essential to help you gain the data you need to analyse what’s going well and what needs improving. Putting call monitoring parameters in place enables you to identify issues and provide the best training and coaching for your employees. Enabling your customer service agents to do their roles as efficiently as possible, helps them to satisfy your customers and achieve the best results for your business. ## What is call quality monitoring? Call quality monitoring is when you invest time in listening to and evaluating the conversations that your employees have with your customers. There are numerous benefits to call quality monitoring including: - Gaining insights into the type of conversations that are successful for business growth - Making improvements to the way your customer service agents handle calls - Understanding if and when more training is needed - Identifying which customer service agents may benefit from 1-1 coaching - Increasing workflow and efficiency of customer service agents resulting in increased revenue ## List of parameters There are a huge number of measurements that you can use when it comes to call monitoring parameters for quality and coaching. It’s important to keep parameters clear and easy to understand - so take the time to think which ones best suit your business needs. Let’s take a look at some of the call monitoring parameters for quality and coaching you might consider. We’ve organised these into sections to get you straight to the information you need for your business : ### How to greet your customer 1. Introduction of self with a name and job title 2. Introduction of the company 3. Saying thank you to the customer for their call 4. Informing the customer that the call is being recorded 5. Requesting the name of the customer 6. Asking how they can help the customer 7. If it is an outbound call, clearly stating the reason for the call 8. If it is an outbound call, ensure that they are speaking with the account holder ### How to use the correct phone etiquette 9. Use polite language and tone of voice 10. Ensure the tone is appropriate to the caller 11. Ask how the customer wants to be referred to 12. Always use the customer’s preferred way to be addressed 13. Never interrupt the customer 14. Respond to questions efficiently 15. Speak slowly and clearly 16. Listen carefully to the customer 17. Show empathy to the customer and their situation 18. Reassure the customer that you understand if they are feeling concerned or frustrated 19. Always ask permission when transferring their call 20. Always make sure the customer is happy to be placed on hold 21. Ensure everything has been done to resolve the customer’s query 22. Keep an upbeat and positive tone to the call where possible ### Always avoid: 23. Use of abusive language or swear words 24. Sarcastic or unpleasant tone of voice 25. Providing dishonest information 26. Being rude to customers 27. Raising the level of voice in a conversation 28. Hanging up on a customer who is still speaking ### Following set scripts 29. If scripts are available, stick to the script where possible 30. Adapt the script as and when required using appropriate language 31. Aim to sound as natural as possible when following any script ### How to verify the account 32. Ask for account verification 33. Verify the account using all appropriate information 34. If the account is not verified, use the procedure in place to take appropriate next steps ### How to collect customer information 35. Politely ask for the first and last name of the customer 36. Ensure the spelling is correct by repeating it back to them 37. Request the phone number of the customer in case you are disconnected 38. Repeat the phone number to ensure it is correct 39. Request the email address of the customer 40. Confirm all letters and any numbers of the email address for accuracy 41. Repeat the email address to the customer 42. Enquire where the customer heard about your business or who recommended them to you ### Following compliance 43. Ensure all correct procedures are adhered to if the customer does not want to be contacted in future 44. Handle any requests to cancel services or subscriptions appropriately 45. Use proper descriptions when referring to any products or services 46. Provide accurate answers to any customer questions 47. Always comply with company guidelines regarding hold times 48. Transfer any calls by using the proper company procedures 49. Follow company guidelines if calls need to be escalated to senior staff 50. Comply with national recording laws 51. Always quote pricing within company guidelines only ### Troubleshooting 52. Always show ownership of the problem as a representative of the business 53. Aim to transfer the customer to a senior staff member when unable to assist directly 54. Show empathy for the customer’s frustration or concern 55. Apologise for the inconvenience caused to the customer 56. Manage expectations in a clear and confident manner 57. Identify the problem so that it can be efficiently resolved 58. Ask for any relevant error codes 59. Repeat your understanding of the issue back to the customer as confirmation 60. Ask for confirmation from the customer that they are happy with your understanding of their issue 61. Offer approximate time scales for finding a solution to the issue 62. If appropriate, ask for information about warranties or guarantees 63. Share any useful information with the customer for them to troubleshoot an issue 64. Ensure the customer has a reference number for their issue 65. Follow up with your customer to provide them with their reference number again ### Sales calls 66. Find out exactly what the customer needs from a product or service 67. Use a friendly tone of voice as you get to know the customer 68. Build a rapport with the customer where possible 69. Suggest appropriate products to the customers that may be suitable 70. Aim to cross-sell or upsell existing customers 71. Highlight appropriate next steps to take 72. Ensure the customer understands the value of the product or service 73. Take the time to answer any questions that the customer has 74. Encourage the customer to involve other decision-makers in their setting 75. Find relevant solutions to any objections the customer may have 76. Understand products and services sufficiently to offer knowledge and guidance 77. Always quote the most up-to-date pricing 78. Update customers on any current special offers relevant to them 79. Always reconfirm details of the product/service and price before taking payment 80. Schedule deadlines for when the service will be in place or the product delivered 81. Collect billing information 82. Find out whether the delivery address is different to the billing address to ensure efficient delivery 83. Take payment at an appropriate pace for the customer 84. Schedule a follow-up call to get feedback 85. Retain any customers seeking to cancel by suggesting changes to their current plan, product or service ### Ending a conversation 86. Follow any appropriate script provided for ending a conversation 87. Confirm with the customer the next steps to be taken 88. Confirm that the customer is happy with the proposed course of action 89. Confirm any appointments or deadlines set 90. Ask if any further help can be offered 91. Ask the customer if they are happy to provide post-call feedback 92. Say thank you to the customer for their call 93. Wish the customer a good day/evening 94. Ensure that the customer is aware they are welcome to call back if further questions arise 95. Wait for the customer to hang up the phone before ending the call ### After a call 96. Ensure all information is clearly and accurately logged in the appropriate system 97. Log any issues or complaints that were made 98. Alert senior staff to any serious issues that arose 99. Log any issues regarding products that were raised 100. Follow up with the customer if agreed and the correct time ### Support from evaluagent EvaluAgent want to help you provide your employees with the tools they need to provide exceptional customer service at every opportunity, throughout the customer journey. Whether it’s retaining and upselling to existing customers or recruiting new customers who are searching for you in a competitive marketplace, having well-trained and professional customer service agents can dramatically improve your bottom line. EvaluAgent offers you [Quality Assurance software](/content/platform/quality-assurance/index.html) to ensure that your customer service agents are working efficiently and can be helped if needed. In addition, [coaching 1-1s](/content/platform/coaching-and-one-to-ones/index.html) will help customer service agents who need assistance to improve and succeed. With our services, you can identify issues before they develop further and seek to maintain your excellent reputation as you watch your business grow.